Learner Experience Lead at Miva Open University

Overall Function

• We are seeking an experienced Learner Experience Lead for our university who will be responsible for enhancing the student experience and ensuring student success.
• The ideal candidate will have a passion for education and a strong understanding of online learning, as well as experience in managing learner support and engagement initiatives, including the setup and management of call centers and software CRM systems.

Key Responsibilities

• Develop and execute a comprehensive strategy for learner support and engagement, including orientation, onboarding, and ongoing support.
• Ensure a high level of customer service and student satisfaction by developing and maintaining relationships with students and providing ongoing support and resources.
• Collaborate with faculty and other teams to design and implement engaging, effective online learning experiences.
• Develop and implement programs to support student success, such as tutoring, mentoring, and career development.
• Analyze data and student feedback to identify areas for improvement in the learner experience and make recommendations to enhance student success.
• Manage a team of support staff, ensuring effective communication and collaboration.
• Set up and manage call centers to provide timely and effective support to students.
• Implement and manage software CRM systems to track and manage student interactions and ensure effective follow-up.
• Ensure that all inbound sales leads are closed through effectively selling and follow-up

Qualifications and Skills

• Bachelor's Degree in Education, Instructional Design, or a related field is required.
• An Advanced Degree is preferred.
• Minimum of 5 years of experience in learner support and engagement in higher education, with a proven track record of success.
• Passion for education and a strong understanding of online learning.
• Excellent communication and interpersonal skills, with a strong ability to build and maintain relationships with students, faculty, and staff.
• Ability to develop and execute a comprehensive strategy for learner support and engagement.
• Experience managing support staff and collaborating with faculty and other teams to design and implement effective online learning experiences.
• Strong analytical skills and ability to analyze data and student feedback to identify areas for improvement in the learner experience.
• Experience setting up and managing call centers to provide timely and effective support to students.
• Experience implementing and managing software CRM systems to track and manage student interactions and ensure effective follow-up.

Remuneration
N400,000 - N500,000 monthly (Net) with benefits.